Lead Operator 
Location: US, NY, New York
Employment type: Full-time
Required experience: Entry level
Required education: High School or equivalent
Industry: Legal Services
Function: Customer Service

Company profile:
Novitex Enterprise Solutions, formerly Pitney Bowes Management Services, delivers innovative document and communications management solutions that help companies around the world drive business process efficiencies, increase productivity, reduce costs and improve customer satisfaction. For almost 30 years, clients have turned to us to integrate and optimize their enterprise-wide business processes to empower employees, increase productivity and maximize results. As a trusted partner, we continually focus on delivering secure, technology-enabled document and communications solutions that improve our clients' work processes, enhance their customer interactions and drive growth.

Job description:
The Lead Operator will be based in our New York, NY client location.  The ideal candidate will be an integral part of our talented team, supporting our continued growth.Responsibilities: Begin/end scheduled shift(s) on time;Receive turnover prior to start of shift;Communicate with clients via phone, email, and in-person;Novitex Enterprise Solutions delivers innovative document and communications management solutions that help companies around the world drive business process efficiencies, increase productivity, reduce costs and improve customer satisfaction.Provide consultative customer service for all incoming work, facilitating the intake process;Consult with end-users in regards to all job-related information, including but not limited to: client matter #, format desired, proofing/delivery method, contact info, establishing deadlines, status updates, notification of job completion, deadline renegotiation, notification of job being late, file corruption, etc.;Write-up job tickets and entering necessary information in job tracking system;Performing a thorough job prep, including (but not limited to) reading client instructions, opening and checking software files, obtaining copy/instruction clarification, ensuring completeness of all hardcopy, and transferring all pertinent information onto the job ticket BEFORE assigning work to available operator(s);Routing certain requests to the appropriate department (print requests, creative services, etc.);Follow-up on outgoing work, proof distribution, and the client communication associated therewith (via email, phone, or in-person);Capturing all productive time when working on live projects;When required, input, format and revise complicated documents with speed and accuracy resulting in a quality document;Customize documents to clients’ specifications;Correct formatting problems within documents;Anticipate problems and seek to resolve them (e.g., inaccurate or obsolete job time estimates);Use intelligent reasoning when interacting with clients during sensitive times and/or service recoverysituations;Ask for help when needed; provide help when asked;Work without supervision when needed;Take full responsibility for all commitments to clients and escalate all service recovery occurrences to the Supervisor;Follow departmental standards and procedures;Be a reliable team player and act in a professional manner at all times.Working against tight deadlines and/or under extreme pressure;Multi-tasking in a potentially overwhelming environment;Being a reliable, functional resource to the department;Maintain constant and sound communication, especially during stressful moments; andMaintain communication internally and externally as to job status, any potential problems, probability of missed deadline, etc.

Requirements:
Position Requirements: Incumbent should be well-versed in front-line customer service, excellent communication skills (written and oral), fast-paced telephone traffic, and coordination of multiple and competing client requests;Incumbent should be highly proficient in (MS Office Suite 2010): Word, Powerpoint, Excel, WordPerfect,Adobe Acrobat, Document Management Systems (Filesite, Worksite, etc.), Workshare Compare, among others, to provide solutions at the operator level;At least 2 years of on-the-job experience in a fast-paced legal production environment using industry standard software;Knowledge of legal/corporate Word Processing Center; andKnowledge of hardware and software compatibility issues.High school diploma or equivalent (GED) required 

Benefits: